ECXO

MAY 11, 2023

Using a CX maturity model One way to assess your CX maturity is by using a maturity model. The model is a framework that helps companies evaluate their current state of customer experience management and identify areas for improvement. Where should you do next? Take Ericsson, for example.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MAY 21, 2018

Although, the situation progressed massively during the last 10 years, alignment of CX activities across the whole organization still shows up to be a problem. Organizational roles in customer experience management. Marketing is about creating brand experience. Let's go deeper in each of the roles.

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

Customers That Stick

NOVEMBER 10, 2014

Customer Service 24 Tips: Customers Want it Easy & Valuable - How hard is it for your customers to do business with you? Customer Engagement is the Capstone of Customer Experience Management - The end of a 10 part series with a look into customer engagement and why trust is so important.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Long-term actions are based on the analytics results of the customer feedback. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

Lumoa

MAY 21, 2018

Although the situation has progressed massively during the last 10 years, the alignment of the CX activities across the whole organization still appears to be a problem. Organizational roles in customer experience management. Marketing is about creating brand experience. Let's go deeper in each of the roles.

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Long-term actions are based on the analytics results of the customer feedback. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60